Best Stop Digital

I bought a Sony DCR PC-100 on Nov. 8, 1999. I paid $100 extra for a 5 year extended warrenty. I have a copy of the "Date of Purchase Plan Order Form". On the form is listed the Manufacturer (Sony), the Model (DCR PC 100), Length of Plan (5 Years) Purchase date (11/8/99). However, the fields for "Product Code" "Price of Plan" "Product Purchase Price" and "Serial #" are all blank. I filled in the one for serial number myself.

I paid over $2,300 for the camera & accessories just 20 days before leaving on a round-the-world trip and was gone for a year. I have looked online for a Warrantech at 300 Atlantic St., Stamford, CT 06901 and can't find it. There are other Warrantechs listed but not this one. I went to the Best Stop Digital site but see no Customer Service number or no way to contact them. I see in small print at the bottom of the Date Of Purchase Plan that it is sold by Houston General Insurance Co. It says also that if I do not receive a validated Date of Purchase Plan certificate within 45 days to contact the Administrator. When I returned from my travels there was no validated Date of Purchase certificate.

I am currently living in Toulouse, France and the camera is malfunctioning and needs to be repaired but I now realize this extended warranty is (invalid) so I will be out the cost of repair, (which will undoubedtedly be expensive) plus what I paid for the extended warrenty. I don't know what resources are available to pursue this further and since I'm now in France an attorney is out of the question.

I bought a Sony DCR-PC100 camcorder which arrived a week later. I was persuaded to buy a 5-year extended warranty for $170 with Mack. Two months months later I received a letter from Mack saying that Best Stop Digital had not paid them and my warranty was now void. When I contacted Best Stop Digital they were rude and eventually they send they would pay Mack. They didn't. I asked for my money back on the phone, I sent a letter and tried to send an email (their customer service email returns mail saying the mail box is full.

I placed an order for a camcorder which I ordered second day air. The day came when the camcorder should have arrived but was never delivered. I called Best Stop Digital. I was told that the camcorder was on backorder and that it would take 4-5 weeks.

I canceled the order and went out that night to a local shop and purchased a camcorder, because due to my vacation schedule I needed one right away.

The following day I got a call from Best Stop saying that the camcorder I ordered was on backorder; I replied I talked to someone yesterday and I was already informed. When I got home there was the comcorder I ordered from Best Stop. I called them up and told them I received the camera after them telling me a number of times that I was NOT getting one!

When I ordered this camcorder I purchased it with a credit card and since they talked me into the accessory package I didnt have any room on my card for both so I told them to send it COD which they agreed to. A few days later they credited my credit card but now it's been a month and I still havent recieved the $50 check for the Money Order. When I originally talked to Stan from Best stop he said that they would be giving me a full refund including shipping.

Now after I called them 2 days ago there trying to charge me shipping charges of $30. After 2 hours on the phone with them not accepting that I would pay shipping they said they would call me back yesterday morning which they never did. The thing that also really got me was that the $30 shipping charge was for second day air shipping and the so called backordered camcorder came 3 days later. When I asked him how they could even think that I would pay for shipping and never mind second day air shipping when the camcorder came 3 days later he said delays happen and that they still charge there customers the second day air rate!

I bought a Sony DSC S70 Cybershot camera and an extra battery and some lenses they talked me into. I found the lenses would not fit the camera and as they were out of stock I got them cancelled. They sent the wrong battery for the camera, I had to buy one locally because we were just leaving on vacation and I got an RMA number and sent the camera back. They refused it. I sent them emails, and tried to call a number of times and finally gave up.

A lot of time was spent trying to call. I ended up selling the battery at a loss and of course the shipping charges for the refused return. They camera was fine and in good shape, but I will not do business with them again.

On 05-11-99 I attempted to purchase a Sony Mavica FD-81 digital camera from Best Stop Digital. I made contact with "Dennis" who stated the camera was in stock so I provided him my credit card and shipping information.

Dennis attempted to sell me a lens kit for the digital camera. I advised Dennis that I was only interested in the camera but he would not take no for an answer. Dennis said "you have to have this for the camera".

I asked Dennis if he was going to allow me to purchase the camera without the lenses and he replied "only if the camera is in stock". I couldn't believe my ears, he had just told me the camera was in stock and now after he has my credit card information and I refused to purchase the lenses he says "if the camera is in stock" I was shocked that this sales representative was attempting the "bate & switch" technique.

Dennis put me on hold for approx. 15 mins and when he returned he stated they did not have the cameras in stock anymore. I advised Dennis that I work in Law Enforcement and that what he had done was illegal. Dennis said he no longer wanted to sell me any merchandise and said I was "bothering him". When I questioned Dennis again about the lenses and the availability of the camera he said "I don't give a SHIT about the lenses and I'm not going to sell you anything". I requested to speak to a supervisor and Dennis replied he was the supervisor.

I am shocked at the unprofessionalism and deliberate deceit that was demonstrated by the Best Stop Digital representative.

In July, 1999, I ordered a Canon Elura digital camcorder plus accessories. When I recieved it on the day promised they had also included a 5 year extended warranty at $149, which I did not order. I called the company the next day, received an RMA and returned the extended warranty. I have contacted Best Stop Digital 5 times since but as yet have still not received a credit for the extrended warranty.

This letter is in regards to my Point of Sale transaction dispute. The disputed amount is $1108.96

The following is a detailed account of my business transactions with a mail order company named "Best Stop Digital," located at 12 Warren Street, New York, New York 10007.

I have been researching digital cameras for the past year in anticipation of a purchase upon receiving my federal tax return. Having received my State return on 2/10/99, I decided to take the plunge. I had researched the camera well, but apparently hadn't researched my re-sellers well enough, as I was dealt with in what I felt to be a deceptive and unscrupulous manner. Here's my story.

Feb 10 - Contacted Best Stop Digital to inquire about purchasing a Nikon Coolpix 900s digital camera. I was told by Best Stop that all they had was a "re-furbished" 900 for $519. I asked what the deal was with the "re-furbished" models and was told that they are "mint" condition with a "full factory warranty." Sounding like a fair enough deal, I proceeded to order a "re-furbished" camera, Wide angle lens, macro lens, 32 meg memory card(stores pictures), Card reader (for loading pictures into the computer), a set of "high-capacity" rechargeable batteries, and a charger, all to the tune of $1028.96 I ordered it Fedex "second day," which means, of course, that I would have my merchandise by Friday, right??? Guess again..

Feb11 - I was contacted at work by Best Stop Digital and told that they had "over-sold" the refurbished model, but that for $80 more he managed to find me a "factory new" 900, which, of course, was not available on the day I originally called. Being asked for more money and made to "feel good" about it, I agreed, bringing the grand total to $1108.96.

Feb 15 - Picked up package at Fedex office on Valley BLVD. In Rialto, CA. Excited to use my new camera, I unpacked the merchandise, got things set up and started shooting pictures. In the course of two days I made the following discoveries about my "Factory New" merchandise. The camera I received was not a 900s, but a 900 (Last years model). The difference being, there is no attachment for an external flash. This may have been ok, were it not for the fact that the lens I was shipped was not a Nikon lens, but an after market product that, when attached blocks the flash from the camera preventing illumination of the subject, rendering the lens useless in shooting situations that require a flash. My third discovery was that the auto-focus lamp didn't work at all. (It's a green lamp that tells the photographer when the camera is focused and ready to snap the picture). Lastly, The flash indicator didn't work at all. (A red lamp that tells when the flash is charged and ready to take a picture).

Feb 17th - (Tape-recorded conversation) I contacted John in sales at Best Stop Digital and shared my discoveries with him , expressed my displeasure, and said that I wanted to return the merchandise. He offered to send me another camera (Same model) that still would be useless with my after market lens. Then he started telling me that I would have to pay a minimum 15% re-stocking fee for merchandise that didn't work properly and wasn't what was promised to begin with with. His attitude toward me was, "Hey, I made the sale, now don't bother me anymore."

At this point I decided it would be wise to have our conversations on tape, in case this turned into a dispute, which by this point I could see was inevitable. After telling me on tape that "He loves to play games like this," and that he'd "have his lawyers get my money and my merchandise," John reluctantly agreed to refund the entire amount for "just the camera ($589)," provided I keep the rest of the accessories, (which are useless to me without the camera, not to mention the lens that doesn't work with the camera!)

Using the packing list as my guide, I put my "factory new" camera back in it's box and sent it Fedex "Next day" back to Best Stop Digital. I did not ship the accessories because I wanted to wait and see what Washington Mutual would be able to do on my behalf in regards to this matter.

Feb 18th - Camera was delivered to Best Stop Digital, 12 Warren Street, New-York, New York at 12:02 p.m. and signed for by "A Peters."

Feb 19th -(Tape recorded) Called Best Stop Digital and spoke to Stan in customer service. I was told my account had been credited and that the credit would take 48 hours to show up at my bank.

Feb 23rd - (Tape recorded) Follow up call to best Stop Digital. Spoke to Stan in customer Service and was told again that my account had been credited on Friday,Feb 19th for $589.

Feb 25th - (Tape recorded) Spoke to Ralph at Best Stop Digital. Ralph told me my account was "in the process of being credited." I asked what "in the process" means, since it was, after all, one simple transaction. He said he would "do it "right now." I asked him to read back the account number that he was crediting and the amount being credited. He said he was crediting my Visa account for $589. Received letter from Washington Mutual requesting "additional information on the dispute."

Feb 26th- I have yet to see any credit to my account from Best Stop Digital. It has been 8 days since they received their Camera back from me.

My request is to dispute the entire amount of $1108.96 that was charged by Best Stop Digital on 2/10/99 on the following basis:

I was not delivered the merchandise I was promised.

I was delivered merchandise that was defective.

I was delivered accessories that were not intended for use with the camera that I ordered.

I was "baited and switched" on the price of the goods.

I was not delivered the merchandise in a timely manner.

I never received a written Bill of Sale for the goods I was delivered.

I believe the manner in which Best Stop Digital conducts business is unscrupulous and deceptive. They engage in bait and switch techniques, don't deliver what's promised, deliver inferior products, and embrace sales as their main objective, with no regard for follow up service, in fact, treating the customer as a nuisance after the sale!! I only wish I had better researched who I was sending my very hard earned money to!!

Don't take this the wrong way, but we have often thought that the only people who should deal with New Yorkers are other New Yorkers. Our advice: head for Small Claims Court. Fast.

I have been doing research on digital cameras for many months now i have researched every web site including this one to find out the reputability of many different company I have also done many searches based on price. I noticed that nearly every single price on every single camera Best Stop Digital was by far the lowest. I read the consumer complaints that people had with them.

I first called Beach Camera even though their price was higher. They were rude pushy and promised I would have my camera next day. It never arrived and they billed my charge card anyway. I then called my credit card company and disputed the charge.

I then had to start all over again but for some reason i have found no complaints about Beach Camera. Consumers should be warned about their operation.

Next i called Comp Direct, another online company who was rude. They did not even have the camera in stock.

The only company that I found that had the product in stock was Best Stop Digital. I decided to give them a call and was extremely cautious when speaking to them.

I ASKED 4 TIMES IF THEY HAD THE PRODUCT IN STOCK AND EACH TIME THEY SAID IT WAS. I placed the order and crossed my fingers. To my surprise not only did the brand- new camera arrive today as promised, they gave me a carrying case free of charge. My salesperson was helpful unlike the other companies i have dealt with.

All in all great service and I will be ordering from them again.

On 05-17-99 I contacted Digital and Video and tried to speak with a salesperson on two seperate occasions only to have someone disconnect me. I finally spoke with a salesperson named "Barry".

I was in the market to purchase a Sony camcorder (Digital or Hi8) what ever was in my price range. Through my research on the web and phone order catalogs I found the company to have the best prices on equipment.

I originally ordered a Sony Digital8 TRV103 for $699 - going market price is $899. After further discussions "Barry" tried to sell me accessories - extra battery and charger. I asked what the final price would be and he stated $824. Granted a few dollars off of the going rate with extra battery/charger. I replied to "Barry" that the price was over my limit that I had set to spend, then we started to talk about the Hi8 model CCD-TRV66. He quoted me a price $649, I then replied that I had found the same camera from a company ProReel for $629, he then said he did not want to lose my purchase and he would sell it to me for $625. At this point we agreed on the camcorder,

I asked him that I needed the merchandise in three days for a special event. He informed me that if I purchased the extra battery/charger (Sony NPF550 - msrp $60 and Sony BC-V615 - msrp $60) for $99 total he would throw in the express shipping at no additional cost (UPS shipping ground for Best Stop Digital - $29). We agreed on a grand total price of $754 (Sony CCD-TRV66, NPF550, and BC-V615) with shipping. I figured he was being fair and matching the other company's price and I could help him out with the sale.

Boy was I wrong with trying to play nice guy. After the initial contact with "Barry" I started to do research for more companies on the net. I started to expand my search in all realms even the digital retailers. I stumbled onto a website named Best Stop Digital and they were located out of New York. I spoke with a salesperson "Justin" and asked for a quote on the CCD-TRV66 and he gave me a price of $589. I was shocked that the price could be that much cheaper.

So, I contacted Digital and Video back and spoke with a salesperson no name about the price. He stated "They only give you a 90-day warranty at Best Stop Digital; at Digital and Video you are getting a 1-yr manufacturers warranty. He then stated "Best Stop Digital is located on the 4th floor of us" and "they should of informed you of the warranty". I then concluded the conversation with the salesperson and contacted "Justin" from Best Stop Digital and he confirmed what the salesperson stated. So I felt a little bit better with my purchase and called it a day.

I contacted Digital and Video on 5-20-99 and spoke with a customer service rep. for a tracking number. The rep. gave me the tracking number and used the web on www.ups.com to track the package and it showed the package was delivered to my door on 5-20-99.

When I arrived home after a long day at 11:00pm I found the package and opened it. I was frustrated at what I found in the package.

Item #1 - Invoice depicting the CCD-TRV66 - $625 and the NPF550 - $99 (NO BC-V615) included in the price for the NPF550 which is msrp - $60 by itself. The invoice also had the following in small print on the bottom of the page

All merchandise is brand new and carries an USA Manufacturers Warranty unless other wise indicated. Prices are subject to change. Best Stop Digital accepts COD's, money orders, and all major credit cards such as Visa, MasterCard, American Express, and Diners Club. Please allow 3 to 4 weeks for delivery of package on personal checks, money orders or COD's. All returns must be in perfect condition with all packaging and documentation enclosed and the warranty card must not be filled out. Best Stop Digital is not responsible for any typographical errors. These are mail order. There is a 15% minimum restocking fee for returns or order cancellations. All defective items must be returned within 10 days. Products are not price protected. Best Stop Digital thanks.

I ordered this from Digital and Video not Best Stop Digital.

Where is the BC-V615 (Sony Battery Charger) that I paid for and did not receive.

Item #2 - The Sony seal that is on the camera box was broke. That means it was tampered with - not a new product in my book.

I copied the Policy from Digital and Video website - http://www.digitalandvideo.com/cgi-bin/store/commerce.cgi

All merchandise is brand new and carries a USA manufacturer's warranty unless otherwise stated. Prices are subject to change. We are not responsible for typographical errors.

Digital & Video welcomes all major credit cards, and we now accept overseas orders! We do not accept CODs or purchase orders. We ship via UPS and FedEx.

All returns must be in mint condition and the warranty card must not be filled out. There is a minimum 15% restocking fee for unopened products and a 10 Day return policy on any defective products.

Thank you for your business!

Digital & Video

The statement "All merchandise is brand new" I take that to be brand new as if I were to go into a department store and pick-up a camcorder boxed with no seal broke on it.

Competition is supposed to be good for everyone but here we seem to have Digital Best Stop competing with itself under another name, Digital and Video. There doesn't seem to be anything wrong with that doesn't explain the broken seal and the missing battery charger.